Greetings All,

Dedicated TP-Link customer here.  For the past several years I've had nothing but praise for the Support Desk in the Philippines, particularly the Level 2 (Engineers).  That all changed today.  I have spent three nights (today's Saturday night/Sunday morning) --Thursday, Friday, and tonight--and I mean ALL night, on the phone with these goofs.  Please allow me to share what I learned.  Hope it prevents someone from the headache I've encountered:

1)  Tier 1 Techs know less than you.  Even if you are a computer newbie.  Trust me.  Follow them and you'll brick your router.  I say this with much chagrin as an engineer myself.  And I let myself be convinced not once but THREE TIMES by Tier 1 to follow their advice.  Guess what happened?.........yup.  Three bricked Tri-Band Routers.

2)  Remote Support.  REMOTE SUPPORT?  WHAT THE @#!%^^$#.  Because a Tier 2 "engineer" named "Von" told me there is no such thing as remote support.  He also hung up the phone on me after being utterly condescending and not the least bit respectful.  

3)  "Don't worry just send us the screenshots and Tier 2 will get back to you RIGHT AWAY.  Yup....as you guessed.  Still waiting since Wednesday night for these rocket scientists to respond.  Anybody want to bet with me that no one ever will, lol?  I think our odds of winning that are like, 100 to 1.  

So friends, if you absolutely have to use TP Link support then (1) insist on starting with a Tier 2 Tech.  Refuse all "help" from the Tier 1 people on risk of losing your equipment.  (2)  Demand remote support.  If they tell you it doesn't exist, point them to this very forum.  Thanks to the forum members for educating me, lol.  (3)  Insist on getting their help in real time.  Don't buy the "send us a screenshot and we will escalate" nonsense.  Tell 'em you'll be happy to wait until a Tier 2 Engineer is available (and then proceed *so long as the agent's name is not VON).  

Good luck!!